We recently posted about our PTR (Propensity to Return) analysis model which provides significant benefits to companies with high levels of No Trouble Found and/or Remorse Returns in the retail electronics space. We published a White Paper outlining the problem and our solution which has been very well received to date. At our recent Client [...]
Using Advanced Data Analytics to Drive Breakthrough Business Outcomes
May 1, 2013 By Leave a Comment
UPDATE: Initial Results from an MSO Truck Roll Reduction Program
February 26, 2013 By 1 Comment
As described in our post on January 23rd, OnProcess has rolled out some increasingly sophisticated capabilities to help MSOs manage and reduce their service issue-related truck rolls. One such program, which debuted in early 2013, has already shown very positive outcomes. The program includes goals to improve several metrics applicable to service events, including: Increase [...]
Reducing Truck Rolls for MSOs Using Innovative Proactive Techniques
January 23, 2013 By 3 Comments
Feb, 2013: See also the follow-up case example of these techniques and concepts by clicking here. We’ve been pushing the envelope of late for our clients in the Broadband MSO space. Using our People, Process and Technology capabilities we’ve developed, and are currently achieving breakthrough results with, a service designed to proactively avoid unnecessary service visits and [...]
The Hidden Economics of Service Order Management
December 19, 2012 By Leave a Comment
When we work with clients on the various aspects of their service order management processes, you’d be surprised what we find — and what we’re able to improve. –sk
Using Pre-Service Triage to Reduce Truck Rolls
November 9, 2012 By 2 Comments
by Bhaskar Banerjee, Chief Solutions Officer, OnProcess Technology Undesired “truck rolls” is a major expense in the broadband/satellite TV industry. Truck rolls (or technician dispatch) occur when a customer service issue occurs and it cannot be resolved by customer care. The traditional approach to reduce truck rolls is to explore ways to make the customer [...]
Aberdeen Blog: OnProcess Technology and the Science of Service: 2012 CSO Summit Sponsor Series
September 19, 2012 By 1 Comment
A nice mention of OnProcess Technology in the context of the upcoming 2012 CSO Summit – http://blogs.aberdeen.com/service-management/onprocess-technology-and-the-science-of-service-2012-cso-summit-sponsor-series/ 2012 SEPTEMBER 18 Tags: Chief Service Officer Summit, CSO Summit, OnProcess Technology, service collaboration, service supply chain Category: Service Management By Aly Pinder “Tell me and I forget. Teach me and I remember. Involve me and I learn.” This is one of the many practical and [...]
An Ounce of Prevention…of Consumer Electronics Returns
May 11, 2012 By Leave a Comment
by Bhaskar Banerjee, Chief Solutions Officer, OnProcess Technology In the Consumer Electronics industry, particularly with complex devices such as modern appliances, PCs, cell phones, televisions and related boxes, the overall cost of returns can be as high as 6% of revenues. Yet, of those returns, only 5 – 10% are due to manufacturing defects. The [...]
Levers of Service Supply Chain Optimization – Inbound Triage
March 26, 2012 By Leave a Comment
By Bhaskar Banerjee The three big cost buckets for a service business are: cost of labor/technicians cost of parts cost of back-office (call center, tech support etc.) The most effective way to resolve a customer problem is by successfully troubleshooting it remotely (by the tech support team). A part or a tech or both may [...]
Levers of Service Supply Chain Optimization – A Series
March 16, 2012 By Leave a Comment
Preface So many enterprises are now recognizing that a well-run service organization can be a critical success factor, by helping to differentiate themselves against competitors on the basis of service excellence. The question then becomes, ‘how do you get there?’; and the answers are numerous, and the complexity can be daunting. By briefly discussing and [...]
